How to talk with someone in the Resolution Center

[TheLongBears]

I am contesting a purchase from China. It was a kit consisting of more than12 components, I received 1 piece. After spending 2 months try to get either the rest of the parts or a refund I opened a case with the Resolution Center. The case has reached the point where I can get a refund if I return the part I received.

My problem is, it’s going to cost almost as much in shipping as the refund. I don’t feel I should have to pay the shipping when it was not my fault. I would like to contest my having to pay the shipping to receive my refund, but I have no options in the case interface. I either put in a tracking number or the case will be closed. I went to the contact us link and started with a virtual agent, I was sent a message that I would have to wait hours for the next agent, I waited for what seemed like forever and no one came. Is there some other way to contact the Resolution Center or am I just **bleep**?

[Teddy25]

Hi @TheLongBears 

Hope all is well and that you and your family is safe amidst this on going crisis.

Based on my own understanding on your post is that there was already an agreement that you have to shipped back the item for a full refund however your problem is, it’s going to cost almost as much in shipping as the refund and that you  don’t feel that you should have to pay the shipping when it was not your fault. I understand where you're coming from but let's put this the other way, let's say you bought an item from a physical store,if you need to return the item you'll take time,effort and even spend money for your gas just to have it replace or get you a refund. PayPal cannot require the seller to pay for the return shipping that's why we offer free return shipping for a maximum of $30. Please contact our customer service to  check if you are eligible. You can visit paypal.com/return I also attached the link for more information. https://www.paypal.com/uk/smarthelp/article/can-i-get-free-shipping-to-return-a-paypal-purchase-faq3... Once you have the copy of your return tracking information please add that to your case from Resolution Center. Please keep your receipt. You'll need that if you're going to file for reimbursement. Please make sure you have the correct return address of the seller.  

I know the urgency or importance to speak with our customer service via phone but right now that's not an available option since phone lines are close due to this pandemic, to  get hold of a customer service representative All you have to do is go to our PayPal website at the bottom click the contact option besides help, once you click  "contact" it will route you to the page that say “Contact Us” click that and there will be options provided.

If it's still no response, then let's wait until our phone line becomes available. I hope i was able to assist you on your concern. Thank you for your patience and keep safe!

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